Archive | employee experience

I love this time of year. It's the time of year we reflect on the journey we've taken and the journey we've yet to take. It's also when we hear many prognostications on predictions and trends. So before I provide you with the key customer experience trends for 2019 - which has become an [...]

Recently, my husband and I went to Amsterdam. We visit one new country every year. This year was the Netherlands. We immersed ourselves in the culture for three days. It was a delightful trip. We also visited the original Heineken brewery. While brewing operations are no longer at this plant, the tour was amazing. It [...]

While I write and speak about customer experience, I write and speak about diversity and inclusion, too. One thing is clear. Diversity and Inclusion is a business issue and it is linked to Employee Engagement. In fact, diversity and inclusion drive employee engagement. Let's look at some data points. The Numbers Have It Gender-diverse companies are [...]

2017 wasn't kind to Customer Experience. In a phrase, customer experience underachieved. In its Predictions 2018: A Year of Reckoning report, Forrester noted that based on data from its 2017 CX Index, customer experience had plateaued or declined for most industries and companies. It reasoned that while customer experience had some early wins, it wasn't [...]